Frequently Asked Questions

If I can’t find the answer here, how do I reach you?

We have customer service representatives available to answer all of your questions. You can reach our customer service department by e-mail or mail.

By e-mail: order@catchingup.com

By mail: Catching Up, 113 West G Street No. 299 San Diego, CA 92101

You can e-mail us 24 hours a day. We usually respond to inquiries on the following business day. Our business hours are from 9:00 AM to 5:00 PM Pacific Time. If you choose to mail us a question, we’ll respond to your question within two business days after it is received.

If you are mailing or e-mailing please include your name and phone number and the best time and method for us to reach you.

If you are contacting us about a specific transaction please try to include as much specific information as possible, such as transaction number and transaction date, what items were on the order and the total amount paid.

I have a problem with something I buy. What do I do?

We want you to be happy with your purchase.

If for any reason you are not satisfied with an item you purchase, just return it within 30 days of the date it was shipped to you for a refund of the item’s purchase price.  Note that licenses for strip re-use are not returnable.

We will make an exchange or refund the full purchase amount (including any applicable sales taxes but excluding any shipping and handling fees) if an item is returned within 30 days of the date we ship the item to you. Shipping and handling will only be refunded if the problem is the result of our error.

Refunds can only be made in the original form of payment and only to the original purchaser. Recipients of a gift as designated in the ship-to address of the order may exchange returned items only for other items of equal or lesser value. Refunds cannot be issued to anyone other than the original purchaser.

Is it safe to use my credit card with your website?

Yes. Shopping online with us is secure. We use PayPal check out system for all transactions and purchases.

What payment methods do you accept?

At this time we accept Visa, MasterCard, Discover and American Express and PayPal. We do not accept check payments.

Can my order be shipped to a P.O. Box?

Yes. Please note that RUSH and NEXT DAY shipping are not available for deliveries to PO box addresses. If you need your order sent to a PO box please select STANDARD SHIPPING.

Can my order be shipped outside of the US?

The Catching Up Store is now shipping internationally, to Canada and Mexico. Other countries will be available soon!

We charge shipping and handling fees based on the cost of the items you have ordered.  Customer is responsible for all foreign duties and taxes.  Sorry no Rush or Express delivery is available for international shipments.

Please note that RUSH and NEXT DAY shipping are not available for deliveries to PO box addresses. If you need your order sent to a PO box please select STANDARD SHIPPING.

What if I want to cancel an order once it’s been placed?

We try to ship every order as soon as possible, so we may or may not be able to cancel an order that you have placed before it ships to you. If you do want to change or cancel your order once it’s been placed, please contact customer service at order@catchingup.com.

Do you charge sales tax?

We are required to collect sales tax on orders shipping to the state of California.

How do I know if my order has shipped?

When you place an order online, you’ll get an e-mail confirming your order with item availability and an expected ship date. Then you’ll get another e-mail when the order is actually shipped which will include a delivery service confirmation number.